FREQUENTLY ASKED QUESTIONS

General

I don't live in Canada, can I purchase directly from Opus?

You can place an order from anywhere in the world, however we only ship to USA and Canada at this time.

Do the prices shown online match the prices I'll find in-store?

We've shipped within Canada for the last 40 years and have just started shipping to the USA.

We despatch orders within 2-3 days¹. For full details, visit our shipping policy.

We aim to offer the best shipping rates, plus offer free shipping on qualifying orders to keep shipping costs to a minimum for artists. Keep in mind heavy or large items cost more to ship and can incur additional charges.

Do I need an account to shop online?

You do not need an account to place on order online. You will still need to fill out your billing and shipping information to check out as a guest.

Customers who have an account with us can save their billing and shipping information for an easier checkout experience.

What materials do you use in your order packaging?

Great question!

All online orders for delivery are sent out in cardboard boxes or padded mailers, sealed with plastic packing tape and/or heavy-duty staples (should it be a pre-packaged easel).

We currently use newsprint as void-fill in all of our boxes, with the exception of glass frames that also include a small amount of bubble wrap to lessen the chance of damage while in transit. We are also looking into environmentally-friendly alternatives to bubble wrap for shipping frames containing glass.

Certain items are packaged in plastic bags inside the boxes to help prevent possible damages should any of the paint/ink products leak while in transit. If a bottle of acrylic ink breaks, it would be a shame to also have to replace any paper products that may have come in contact with it!

Can I pick up my order from a store location?

Yes, in checkout you will see in-store pick options for store in which ALL items in your cart are available at. If not all items are in-stock at that store then it will not show as an option.

If you would like to have an online order shipped to the store, please indicate so in the order notes and we will delivery with our store shipments and refund any shipping charges due.

FREQUENTLY ASKED QUESTIONS

Payments

What are the payment options for online purchases?

Online purchases can be paid by Visa, Mastercard, and Visa-Debit. Express checkout can be paid for using Shop Pay, Google Pay, and Apple Pay.

Can I use my Opus Gift Card to pay for my online purchase?

Gift cards purchased on or after September 1st, 2022 can be used as a method of payment towards online orders or in-store. Fill out the gift card number field prior to selecting a shipping method. These gift cards are identifiable as they are made from paper.

Gift cards purchased before September 2022 must be redeemed in-store at one of our Opus retail locations, or over the phone with our Customer Support Team. These gift cards are identifiable as they are plastic.

Can I purchase a gift card online?

Yes! Shop for Opus Gift Cards here.

FREQUENTLY ASKED QUESTIONS

Returns & Refunds

I accidentally purchased an item just now. Can I remove it from my order?

If your order hasn’t been shipped yet, we can absolutely help you remove an item! To make this process as quick and seamless as possible, please call our Customer Support Team directly. They’ll be able to assist you in real time and ensure your order is updated promptly.

Once an order has been shipped, unfortunately, changes can no longer be made, so we recommend reaching out as soon as possible. We’re here to help!

How long do I have to decide whether or not I wish to keep an item?

Please see our return policy

What products are final sale?

The following products are considered final sale and are not eligible for return or refund:

  • Pens & Fineliners
  • Markers
  • Gift Cards
  • Spray Paint
  • Clearance Items (e.g., products in our 'Now or Never' section)
  • Special Order Items
  • Custom-Made Items (e.g., frames, prints, painting surfaces)
  • "By-the-Foot" Items (e.g., canvas, linen, monofilament fabric)
  • Pre-Buy Purchases
  • Paper Purchased Below Our Recommended Minimum Quantity

That said, we understand unique circumstances can arise, and we assess all return and refund requests individually. If you’d like to discuss the possibility of a return, please contact our Customer Support Team or visit your nearest Opus retail location. We’re always happy to help where we can!

FREQUENTLY ASKED QUESTIONS

Events & Demos

Do I have to register in advance?

Yes—most events require registration to reserve your spot. Free demos with limited space can fill up quickly, so we recommend signing up early.

What’s included in a paid vs free event?

Paid events may include hands-on instruction, materials, and exclusive product offers. The details will be listed on the event page.

Free events may include a short, informative session led by an artist—perfect for picking up techniques, learning about materials, and sparking inspiration. You’re welcome to paint along, but it’s not required.

Will I get a recording if I miss an online event?

No. These demos are live-only. If recorded, the footage is gifted to the artist and not shared publicly.

Can I attend an online event if I don’t live in BC?

Yes! Our online events are open to artists across Canada and beyond.

Where are events held?

We host events both in-store at select Opus locations and online via Zoom or other platforms. The location and format will always be clearly stated.

I registered but didn’t receive a confirmation email. What should I do?

Check your junk or spam folders first. If you’re still unsure, email Pamela Mark at pmark@opusartsupplies.com to confirm your registration.

What’s the difference between free and paid events?

Free events are short, demo-based sessions led by professional artists—great for inspiration and learning.

Paid events offer deeper, hands-on instruction with more time, materials, or exclusive access. They’re ideal for artists looking to grow their skills.

Some paid events are free or discounted for Artist and Creative Tier Members.

Is it okay to ask questions during the demo?

Absolutely. Use the community chat to ask demo-related questions. Our host will relay them to the artist as time allows.

When will I be let in from the Zoom waiting room?

We open the room right at the start time. Arrive a couple of minutes early to avoid delays.

How can I apply to be a demo artist?

We love connecting with artists who teach and inspire. Apply here to share your skills in an upcoming demo.

FREQUENTLY ASKED QUESTIONS

Shipping

What does it mean when an item has an "Oversize May Apply" badge on it?

The ‘Oversize May Apply’ badge indicates that the item or some variations of the item are most likely oversize or overweight, and may have additional shipping charges associated with the order. We will notify you of any additional charges that may apply and never charge you without your consent.

How much is overweight or remote shipping?

A number of factors come into play when determining how much the shipping charge will be. Things to consider are:

  • Where is this item being shipped to?
  • Are you located in a remote area?
  • Would it be difficult for a single person to carry this package (like a postal carrier or courier)?
  • Are you ordering multiples of this particular item (ex: 5 – 36″x48″ canvases rather than just one)?

We’ve seen shipping fees ranging anywhere from $12.00 – $300.00+ depending on what items are being shipped and to where. If you are hoping to know the shipping cost of an item before purchasing it, please contact our Customer Support Team for more information.

What's the largest package you can ship?

If you’re in the Lower Mainland of British Columbia, we can ship orders up to 48″x96″ (sometimes even bigger if it’s not too heavy) for a reasonable price. Or, you can pick up your order at one of our stores for free shipping.

But if you’re not local, shipping bigger packages is getting tougher.

You might have noticed that many of our bigger items are now only available to buy in-store or over the phone through our Customer Support Team. This is because shipping them is so expensive. We’d rather talk about the shipping costs before you buy to avoid any surprises.

If you’re still hoping to get an oversized item shipped to you, just let us know!

What materials do you use in your order packaging?

Great question!

All online orders for delivery are sent out in cardboard boxes or padded mailers, sealed with plastic packing tape and/or heavy-duty staples (should it be a pre-packaged easel).

We currently use newsprint as void-fill in all of our boxes, with the exception of glass frames that also include a small amount of bubble wrap to lessen the chance of damage while in transit. We are also looking into environmentally-friendly alternatives to bubble wrap for shipping frames containing glass.

Certain items are packaged in plastic bags inside the boxes to help prevent possible damages should any of the paint/ink products leak while in transit. If a bottle of acrylic ink breaks, it would be a shame to also have to replace any paper products that may have come in contact with it!

How do you package orders of paper?

Paper is packaged flat, in-between two or more pieces of cardboard before being put into a box with the rest of your items. We do not roll sheets of paper as most papers will retain some curvature even once flattened.

I have a PO Box number, are you able to ship to me?

Absolutely! We’ll do our best to help you out.

We’ve shipped orders to all sorts of places, from a lighthouse in British Columbia to Fogo Island in Newfoundland. We’ve never come across a postal code we couldn’t ship to. But there are some things we can’t ship, like really big items.

If you’re buying something really big, it’s best to be careful when you order it. Most couriers won’t deliver to a PO Box alone. If you don’t have a full street address and the item is too big for Canada Post to take, we might not be able to deliver it.

If you’re not sure if you can get the item you want, just give us a call at 1-800-663-6953 ext 1. We’ll be happy to help you out! 

How long do orders take to ship?

Shipping times can differ depending on where the packages are headed, so I’ve included a link to our shipping page here. If you’ve already placed your order and have a tracking number, you can track your package and get an estimate delivery date.

Our Customer Support and Warehouse teams usually process orders within 2-3 business days after they’re placed. We ship from our warehouse in Burnaby, BC.

I would like to get my package as soon as possible. Do you offer a rush service?

All orders are shipped in the quickest time possible. However, the shipment transit time can vary depending on the shipment level, you can always choose to pay for an upgraded faster service level from our list of shipping carriers during checkout.

What couriers/shipping companies do you ship with?

We ship with Canada Post, Purolator, UPS, Danfoss.

If you prefer one company over the other, please relay your preference to our Customer Support Team over the phone or leave a comment in your online order upon checkout and we'll do our best to accomodate.

Can I include special shipping instructions for my order?

Yes, you can include special shipping instructions with your order! Simply leave a note in the comments section at checkout, or share your instructions with our Customer Support Team when placing your order over the phone. While we’ll do our best to relay these instructions to the shipping carrier, the final delivery decision is ultimately up to the driver. For example, if conditions aren’t suitable to follow a request like ‘leave on the doorstep,’ the driver may return the package to the depot to ensure its safety.

To add extra peace of mind, we also offer Route Shipping Protection at checkout. This optional service insures your shipment against loss, theft, or damage, as we are not liable for the order once it is in the hands of third-party carriers. We’re here to help and want to ensure your order arrives safely!

FREQUENTLY ASKED QUESTIONS

Membership

What is the Opus Membership Program?

The Opus Membership Program is our way of rewarding you for your loyalty with cashback, exclusive sales, Early Access to key sale events, and perks designed to support your creative journey.

How do I join the membership program?

You can sign up for our base level for free in-store or online. 

Our third level, the Artist Membership is $35/year. Otherwise, you can earn your way up to the Artist Membership level by spending $1,000 annually.

What are the membership tiers?

Check out our membership page for more information

What’s the difference between the membership tiers?

Each tier comes with increasing benefits, including cashback percentages, exclusive sales, Early Access to events, and discounts on custom services. Check out the comparison grid in-store or visit the membership page.

Can I pick up my order from a store location?

Yes, in checkout you will see in-store pick options for store in which ALL items in your cart are available at. If not all items are in-stock at that store then it will not show as an option.

If you would like to have an online order shipped to the store, please indicate so in the order notes and we will delivery with our store shipments and refund any shipping charges due.

What is cashback, and how does it work?

Cashback is store credit you earn on qualifying purchases. It’s tracked in your membership account, and you can redeem it in any dollar amount for future purchases, both in-store and online and towards any product.

What happens to my cashback if I don’t use it?

Cashback expires after 180 days, so make sure to reinvest it into your art practice by applying it to your next purchase before it expires.

What can I earn cashback on?

Base and Creative Members earn cashback on Opus and Buzz brand products.

Artist Members earn cashback on 99% of items. There are an exclusions for example like gift cards and your membership fee, but most things will accrue cashback. Our goal is to support you in every way we can.

Special Order items, select sale items, and certain product ranges will not accrue cashback credits. You can always ask a staff member in store or check the product page listing for information on cashback earnings at any time.

Do I get cashback on custom services?

Cashback for custom services like framing, fine art printing, and canvas stretching is coming soon. For now, you’ll receive an immediate discount instead.

Do students or teachers get special benefits?

Yes! Education is a core value at Opus. Students and teachers can qualify for a free year of the Artist Membership. Verify your student status here instantly. Teachers should contact our support team to manually verify. You will get a code to redeem your first year of our Artist Membership tier for free (valued at $35). Future years will be billed at full rate until cancelled.

How do I sign up for the membership program?

Sign up in-store or online for free! If you want to join the Artist tier, you can purchase it for $35/year until cancelled or earn it for free when you spend $1,000 annually.

Can I upgrade my membership tier?

Yes! If enrolled, your membership tier will automatically upgrade when you qualify based on your spend before tax. For example, if you spend $1,000 within 12 months, you’ll be upgraded to the Artist Membership for free. If you are not yet a member, you will not automatically unlock higher tiers and must first enroll in the base membership before spend tracking begins.

Does my spending from before I joined count toward upgrades or cashback?

No, only purchases made after you join the membership program count toward your annual spend total.

How do I redeem my cashback?

In-store: The cashier should inform you of your current balance and ask how much, if any, you'd like to apply to your purchase.

Online: Log in to your Opus account to view your balance at checkout or on your account page and redeem it as store credit at checkout. You can redeem any amount down to the cent.

Can I use cashback and discounts together?

Yes, cashback credits can be redeemed alongside Member Only Pricing and other exclusive promotions unless otherwise specified.

What if my benefits aren’t showing up in-store?

If your benefits don’t appear at checkout, the cashier can refresh the system to ensure everything updates. For further assistance, ask for a store manager.

What are Early Access and Exclusive Access benefits?

Early Access: Members at the Artist tier get to shop peak sales events, like Black Friday and Boxing Week, before the general public.

Exclusive Access: Certain events, promotions, and product launches will only be available to members.

Can I refer friends to join the program?

Check your account page member portal online to see our current referral program offers and access your unique code.

How do I access my Member Portal?

Log in to your Opus account online to:

  • Track your cashback balance and expiration.
  • View membership benefits and upgrade options.
  • Redeem cashback for store credit.
  • Access referral links, exclusive offers, and more.

When did the new membership program start?

The new membership program launched on February 1, 2025. It’s designed to better reward loyal customers with cashback, exclusive benefits, and an easier way to track rewards through our Member Portal.

How is this different from the previous membership program?

The new Opus Membership Program is designed to provide more rewards, flexibility, and meaningful support for your art practice, while better recognizing and rewarding our most loyal customers.

Instead of fixed discounts, you now earn cashback on every qualifying purchase, giving you more control over how and when you use your rewards. This allows you to save up and reinvest in your creative goals, rather than just saving a little in the moment.

The program unlocks exclusive benefits, including access to member-only sales, Early Access to rare public sales like Black Friday, and special events tailored to our members.

Unlike before, we’ve committed to offering fewer public sales and more member-exclusive ones, ensuring those who invest in their art are the ones most rewarded. Your membership now unlocks access to all sales and gives you a head start on key shopping events.

For Artist Members, cashback is earned on pretty much everything in-store and online, including professional-grade art supplies, offering savings that far exceed what was possible in the old program.

The new system also provides a clearer path for growth, with tier upgrades automatically rewarding your loyalty and unlocking more benefits as you spend and supports more customers than ever before at which ever stage they are at.

We’ve expanded on the benefits you loved—such as special offers and member-only pricing—while introducing a program that truly prioritizes the customers who need it most, making your membership a tool to support and grow your creative practice.

What happens to my past membership?

All existing members of our previous programs have been automatically moved to the new membership tiers based on their past spending:

Opus PLUS Members → Transitioned to the Base tier.

OPUS+ PRO Members → Transitioned to the Artist PRO tier.

Opus A+ (Students and Teachers) → Transitioned to our Artist Tier for 1 year and those not previously enrolled are eligible for a free year of the Artist tier after verification.

Will I lose any benefits I had in the old program?

The past membership program has been retired and the new program offers more comprehensive benefits than the old one, including cashback on purchases, exclusive member sales, and Early Access to peak sales events. If you’re unsure about your specific benefits, feel free to ask one of our staff members.

Why did Opus change the membership program?

We wanted to create a program that better supports our customers’ creative journeys. Cashback offers more flexibility, while exclusive events, Early Access, and member-only perks are tailored to reward our most loyal customers. The new program is also easier to navigate, more transparent, and offers a clear path to unlocking higher-tier benefits servicing more artist wherever they are at.

Still have questions?